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Product Support Analyst

Job Title: Product Support Analyst
Contract Type: Temporary
Location: Cork
REF: 84311
Job Published: almost 2 years ago

Job Description

Title: Product Support Analyst

Who are the client?
Our client a leading multinational in the pharmaceutical sector is recruiting a Produce Support Analyst for their site in Cork

What will I be doing?
  • Handling calls requesting product information from healthcare professionals and the general public.
  • Answering calls in a courteous, professional manner with predefined answers/resources.
  • Handling of queries from patients by providing balanced, accurate and non-promotional information.
  • Identification of queries containing either adverse events or product quality complaints and handling these in accordance with the appropriate standard operating procedures.
  • Accurate recording of all medical communication transactions into the medical information database.
  • Facilitates fulfilment of customers? requests.
  • Escalate all enquiries without predefined answers to a more specialized area in accordance to Good Escalation Practices.
  • Other duties and special projects that are assigned by management. (experience related)
  • Utilize computer technology to handle high call volumes.
  • Ensures optimal customer satisfaction.

What do I need?
  • Bachelor's degree or equivalent in Science/Pharmacy/Medical area.
  • Fluent in Spanish and Portuguese.
  • Knowledge of contact centre or medical information operational experience preferred.
  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
  • Excellent written skills to succinctly, accurately and objectively respond to customers? queries.
  • Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
  • Proactive, analytical and pragmatic approach to problem solving.
  • Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
  • Good time management skills.
  • Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
  • Experience of software packages such as Word, Excel and Outlook.
  • Sound background to understand national health care systems and organizational hierarchies
  • Medical Information Analyst reports directly to an Operations Manager
  • Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field.
  • Project management experience would be an advantage
  • Italian would be an advantage.

For more information on this role in Cork please contact Avril on 0860462367 or